Cheltenham Town Women FC
Ticket Refund & Cancellation Policy
Effective date: February 25, 2026.
Cheltenham Town Women FC (“the Club”) aims to provide clear and fair guidance regarding ticket purchases for all fixtures. By purchasing a ticket for a Cheltenham Town Women FC match, you agree to the terms outlined in this policy.
Cheltenham Town Women FC is the merchant of record for all tickets sold for its home fixtures, regardless of the ticketing platform used or the team supported by the purchaser.
1. General Refund Policy
All match tickets are non-refundable, except in the specific circumstances outlined below.
Tickets are issued for a specific fixture and are not transferable to alternative fixtures unless explicitly stated by the Club.
Refunds are not issued automatically and must be requested by the original purchaser within the relevant timeframe stated in this policy.
2. Exceptional Circumstances (Global)
The Club may, at its discretion, consider refund requests outside of the stated policy in exceptional circumstances. Supporting information may be requested.
All decisions made by the Club regarding refunds are final.
3. Postponed or Rearranged Fixtures
If a fixture is postponed or rearranged:
- All tickets will remain valid for the rearranged date.
- Supporters who are unable to attend the new date may request a refund within 7 days of the rearranged fixture being publicly announced.
- Refund requests must be submitted in writing to: fixtures@ctwomenfc.com
- Refunds will be issued to the original purchaser via the original payment method where possible.
Failure to request a refund within the stated period will be deemed acceptance of the new fixture date.
4. Cancelled Fixtures (Not Rearranged)
If a fixture is cancelled and not rescheduled:
- Supporters will be eligible to request a full refund.
- Refund requests must be made within 7 days of the cancellation announcement.
- Refunds are not automatic and must be requested by the original purchaser.
5. Abandoned Fixtures
If a fixture is abandoned:
- Prior to half-time: The Club will determine whether a full or partial refund will be offered.
- After half-time: No refunds will be issued.
Any refund arrangements for abandoned fixtures will be communicated via the Club’s official website and social media channels.
6. Behind Closed Doors or Restricted Attendance
If a fixture is required to be played behind closed doors or with restricted attendance due to circumstances outside the Club’s control (including but not limited to public health measures, league regulations, safety requirements, or authority directives):
- Individual match ticket holders who are unable to attend due to such restrictions will be eligible to request a refund.
- Refund requests must be submitted in writing within 7 days of the restriction being announced.
- Refunds will be issued to the original payment method where possible.
For Season Ticket holders, Section 11 of this policy will apply.
7. Matches Played at Alternative Venues
If a fixture is relocated to an alternative stadium:
- All valid tickets will remain valid for the relocated fixture, subject to the hosting venue’s capacity and safety regulations.
- Where a supporter is unable to attend due to the relocation (for example, significant geographical change or venue capacity restrictions), refund requests may be considered at the Club’s discretion.
- Requests must be submitted in writing within 7 days of the relocation announcement.
Accessibility arrangements at alternative venues may vary and cannot be guaranteed. Supporters requiring accessibility information are advised to contact the Club in advance.
8. Pay on the Gate (Cash & Card Turnstile Payments)
Supporters who choose to pay on the gate (via cash or card at the turnstiles) will not receive a physical ticket unless otherwise stated.
Entry purchased at the turnstile is valid for that specific fixture only and is non-refundable once admission has been granted.
In the event of:
- Fixture postponement prior to kick-off: Refunds may be issued at the turnstile on the day at the Club’s discretion.
- Fixture rearrangement announced in advance: Supporters are advised to check fixture updates before travelling, as retrospective refunds for pay-on-the-gate entry cannot be guaranteed without proof of purchase.
- Abandoned fixtures: Any refund decisions will be made at the Club’s discretion and communicated via official channels.
Cheltenham Town Women FC cannot guarantee refunds for cash turnstile payments where no proof of purchase is available.
9. Ticketing Platforms (FanBase & Ticket Tailor)
Cheltenham Town Women FC sells tickets for its home fixtures via official online ticketing platforms, including:
- FanBase – primarily used by home supporters and general attendees
- Ticket Tailor – primarily used to provide a simple purchasing option for visiting supporters
All tickets purchased through these platforms are sold directly by Cheltenham Town Women FC and are subject to this Refund & Cancellation Policy, regardless of:
- The platform used
- Whether the purchaser is a home or visiting supporter
Ticketing platforms (including FanBase and Ticket Tailor) do not automatically issue refunds on behalf of the Club. All refund requests must be made directly to Cheltenham Town Women FC.
Any booking or transaction fees charged by the ticketing platform are non-refundable unless otherwise stated by the provider.
10. Away Or Neutral Fixtures (Matches Not Hosted by Cheltenham Town Women FC)
For fixtures where Cheltenham Town Women FC is the visiting team or are playing at a neutral venue:
- Tickets are sold and administered by the host club via their own ticketing systems.
- The host club’s ticketing and refund policy will apply to those purchases.
- Cheltenham Town Women FC cannot process refunds for tickets purchased through an opposition club’s ticketing platform.
Supporters should contact the host club directly regarding ticketing or refund queries for these fixtures.
11. Group Bookings, Schools, and Mascot Packages
For organised group bookings, school visits, and mascot experiences:
- Bookings will automatically transfer to a rearranged fixture date where applicable.
- If the rearranged date is unsuitable, the Club will work with the organiser to find a reasonable solution at its discretion.
- Free allocations (e.g. mascots and agreed staff places) hold no cash value and are non-refundable.
- Paid spectator tickets for accompanying adults and children remain subject to this Refund & Cancellation Policy.
12. Season Tickets & Half-Season Tickets
Season Tickets and Half-Season Tickets (including any mid-season ticket products) are sold subject to the following additional terms:
12.1 General Policy
Season Tickets and Half-Season Tickets are non-refundable once purchased, except in the specific circumstances outlined below.
They are valid only for the designated home league fixtures included within the relevant season or half-season package and do not automatically include cup fixtures unless explicitly stated.
12.2 Postponed or Rearranged Fixtures
If an individual fixture included within a Season Ticket or Half-Season Ticket is postponed or rearranged:
- The Season Ticket will remain valid for the rearranged fixture.
- No refund will be issued for individual fixtures that are subsequently played.
If a fixture is cancelled and not rescheduled, the Club may determine whether a pro-rata refund or credit will be offered at its discretion.
12.3 Behind Closed Doors or Restricted Attendance
If fixtures included within a Season Ticket are played behind closed doors or with restricted attendance:
- The Club may, at its discretion, offer a pro-rata refund, credit, or alternative benefit based on the number of home fixtures not accessible to Season Ticket holders.
- Any such arrangement will be communicated via official Club channels.
12.4 Matches Played at Alternative Venues
If fixtures are relocated to an alternative venue:
- Season Tickets will remain valid, subject to the hosting venue’s capacity and safety regulations.
- Where entry cannot reasonably be accommodated due to capacity restrictions, the Club may offer an appropriate remedy at its discretion.
Accessibility arrangements at alternative venues may vary and cannot be guaranteed.
12.5 Exceptional Personal Circumstances
The Club may consider refund requests for Season Tickets in exceptional circumstances (for example, serious long-term illness or relocation), provided:
- The request is made in writing by the original purchaser;
- Supporting evidence is supplied; and
- The request is submitted within 14 days of the circumstance arising.
Any approved refund will normally be calculated on a pro-rata basis for remaining home fixtures and may be subject to an administrative deduction.
All decisions are at the sole discretion of Cheltenham Town Women FC and are final.
13. Policy Updates
Cheltenham Town Women FC reserves the right to amend this Refund & Cancellation Policy at any time. The most up-to-date version will always be published on the Club website.
